Designingchatbots
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Designing great chatbots isn't the same as creating great form based user experiences. In this talk, we will learn about how to create great chatbots and when we shouldn't use them.
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Designingchatbots
- 2. Chatbots are an INTERFACE AI is the TECHNOLOGY
- 3. AI Capabilities Vision • Recognize objects in images • Detect emotions in faces • Facial recognition Knowledge and Search • Find relevant information to any topic Language and Speech • Translate between languages • Speech recognition • Natural language processing (NLP) • Text to voice • Sentiment analysis through language
- 4. Why Chatbots? Automation of Repetitive Work Cost Savings Customer Satisfaction 24 x7
- 5. “The younger generation also prefer to avoid shops when they need information, with 61% of the millennial age group saying they find it easier to chat to a retailer via digital communication channels such as text, online chat or messaging applications as opposed to visiting a physical location.” https://www.computerweekly.com/news/252434291/More-than-half-of- millennials-prefer-online-retailer-info-to-in-store-assistance Customer Satisfaction
- 7. What can I do here?
- 8. The bot lost my context https://chatbot.fail
- 9. People don’t talk like this! https://medium.com/assist/theres-a-dozen-ways-to-order-a-coffee-why-do-dumb-bots-only- allow-one-27230542636d
- 10. User request is not supported Suggests new intents User request is misinterpreted Suggests alternate intents Bot understood the request but provided the wrong answer
- 11. “NLP tools can have intent “drift,” meaning that as the number of intents a bot supports grows, misclassification of intents is more likely. This misunderstood-request problem is solvable but will take more time.” -- Justin Kestelyn Intent Drift
- 14. MeetingBot
- 15. Fynd Bot
- 18. 18
Editor's Notes
- Some capabilities
- (if you get it right)
- No affordances. What can I do here? How do I talk to this/ What’s possible? Adding commands can make this worse Cooper says “to remember how to ask things, one also has to remember what one is allowed to ask about.”
- No affordances. What can I do here? How do I talk to this/ What’s possible? Adding commands can make this worse Cooper says “to remember how to ask things, one also has to remember what one is allowed to ask about.”
- People don’t talk in a linear way and chatbots shouldn’t try to emulate forms
- (if you get it right)
- Potential prototyping tools, while we can’t readily use Sketch for prototyping these conversations, there are tools that can help.
- Potential prototyping tools, while we can’t readily use Sketch for prototyping these conversations, there are tools that can help.